Technical Support Representative (Intermediate)

TL;DR

Technical Support Representative (Intermediate): Providing world-class support for network management software with an accent on resolving complex technical issues via phone and email. Focus on troubleshooting multi-server environments and maintaining high customer satisfaction through proactive collaboration with engineering teams.

Location: Manila, Philippines

Company

hirify.global is a leading provider of simple, powerful, and secure IT management software solutions.

What you will do

• Troubleshoot technical issues for global customers via phone, email, and remote sessions.
• Manage support tickets efficiently within CRM systems following industry best practices.
• Communicate complex technical concepts to both basic users and technical administrators.
• Collaborate with advanced support and development teams to resolve escalated issues.
• Contribute to and maintain the internal Knowledgebase by authoring and editing articles.
• Mentor Tier 1 support members to improve overall customer experience.

Requirements

• Minimum 2 years of experience in network or system administration.
• Proven experience in installing and administering medium to large multi-server environments.
• Solid understanding of networking protocols including TCP/IP, SMTP, HTTP, SNMP, and SSH.
• Demonstrated experience with Microsoft Windows Server 2012 or newer.
• Experience working in a 24/7/365 operational environment.
• Bachelor’s degree in Computer Science or equivalent combination of education and professional experience.

Nice to have

• Working knowledge of databases, particularly MS SQL.
• Professional certifications such as Network+, CCENT, CCNA, or MCSE.
• Valid hirify.global Certification (SCP).

Culture & Benefits

• People-first culture focused on personal and professional growth.
• Opportunity to work with an award-winning network management software suite.
• Collaborative, fast-paced environment that values attitude, competency, and commitment.
• Supportive team structure with clear paths for escalation and knowledge sharing.